Deputy Manager- Web Chat

Deputy Manager- Web Chat

7 - 9 Years
Not Specified

Job Description

Job Description:

A Deputy Manager will be primarily responsible to ensure servicing of all chats with minimum rejections and detractors on customer satisfaction. As a member of the steering committee he will have to pioneer efforts in improving present processes and procedures.
A Apart from this a Deputy Manager will be responsible to:

• Provide Inputs to Senior Managers based on knowledge gathered by sheer experience on the process
• Develop and implement multi functional capability plans
• Own the hiring of new employees in their teams (skip level)
• Work and desk allocation
• Draw out Target plan with input from Client
• Understand the process and pre process needs from the client
• Define the initial and refresher training needs for the team with reference to SLA requirements and Productivity
• Maintain skill set inventory for teams
• Plan and implement employee and desk utilization strategy
• Team Meetings , Team Performance and development, Communicating updates
• Reviews, announcing targets, discussing Quality issues based on input from QM, Addressing people issues.
• Counseling employees team issues/ personal issues
• Develop and cascade KPI's to deliver SLA. Review performance measures daily. Plan employees according to work inflow by proper roistering
• Managing SLA and driving the team to achieve / exceed SLA Targets
• Implement corrective and preventive actions. Review results .Support the analysis
• Own responsibility for all employees (team) appraisal based on PIP data and feedback
• Lead, Review and allocate performance targets
• Monitoring the Incentive Performance and passing on the incentive ratings to HR
• Implement the suggestions to improve on productivity
• Motivate the team to ensure team retention
• Day to day facilities, finance and IT issues Daily , Weekly, Monthly Reports and implement changes to bring about process improvements
• Review productivity/ error trend analysis. Decide and action implement steps
• Support continuous improvement initiatives
• Implement best practice compilation and sharing
• Lead PIP analysis and drive performance
• For support functions – the DM works on the directions of the senior managers apart from the above non ops jobs.
• Ensure SLA ‘s are met
• Ensure profitability of projects / smooth functioning
• Timely and accurate information – Reports, Performance, Billing/recharges
• Ensure regular updates of BCP/DRP by the team managers
• Review of SLA and annexure with the customers and team
• Based on business viability provide input to business head for SLA renegotiation
• Regular agenda driven meetings, conference calls and reviews
• Follow up on action points as per time frame
• Create profile of customers
• Customer interaction with the team and lunch etc
• Wishing customers on occasions
• Research/background study thoroughly understand client’s business
• Handover to account manager
• Follow with the account manager
• Internally review teams potential and capabilities
• Internal review cost/ budget every month
• Meeting with senior managers every month to discuss trend analysis – Productivity, Multifunctional
• Ensure key issues / success /concerns are highlighted
• Proactively come up with plans to resolve situations
• Seek customer appreciation of the team and convey to the employee
• Periodic sharing of business information and data analysis
• Work with the other DM/GM (Ops & Quality) to identify the gaps and plan development for the future

Special Role Requirement: Excellent communication skills, most preferable with Voice and WebChat work experience.

Shift Timing: Rotational


WNS Global Services Private Limited

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